When a customer can't pay you by card or bank transfer, the problem is almost always on the customer's card or bank side. Here's how to tell what happened and get paid.
This article is about your customers paying you. If the card that pays for your own Run a Call subscription failed, see Updating the card on file for your subscription.
First, check that online payments are on
Customers can only pay by card or bank transfer online once your company's Stripe account is connected (Settings → Integrations, owner only). If it isn't, the pay page can't take a card — you can still record cash, checks, and other payments yourself. See Enabling online payments with Stripe.
Card declined
A decline happens at the customer's bank. The customer sees the bank's reason on the pay page (or you see it when charging a saved card), and nothing is charged.
| The message is about… | Usually means | What to do |
|---|---|---|
| A declined card, no specific reason | The bank blocked it — often a fraud check on a large or unusual charge | Ask the customer to call their bank and approve it, then pay again — or use a different card |
| Insufficient funds | Not enough available on the card | A different card, or a bank payment, cash, or check |
| An expired card, or an incorrect number, security code, or ZIP | A typo or an old card | Re-enter the card carefully, or use a different one |
| The bank needing to verify the payment | The bank wants the cardholder to approve it themselves | Send the pay link so they pay on their own phone and approve it with their bank |
A saved card that's declined shows Last charge failed on the customer's cards. See Adding a card on file for a customer.
The fastest fix is usually to resend the invoice so the customer can pay on their own device. See Sending payment links.
Bank transfer (ACH) didn't clear
Bank payments take a few business days to clear. While they do, the pay page shows Bank payment on its way and the customer can't pay the same invoice twice.
If the bank returns the transfer, you get a notification — Bank payment of $X failed — with the reason, the payment is marked failed on the invoice, and the customer is emailed their pay link again automatically. Follow up with a call if they don't pay within a few days.
Card reader payments
For problems with Tap to Pay or the card reader (reader not found, won't connect, stuck updating), see Tap to Pay troubleshooting.
The customer says they paid, but the invoice isn't paid
- Bank transfer: it may still be clearing — look for a pending payment on the invoice.
- Paid you directly (cash, check, Zelle, their own card terminal): nothing was recorded in Run a Call. Record the payment on the invoice. See Collecting cash and other offline payments.
Still stuck?
Send us a request from Settings → Support with the invoice number and what the customer saw. We can look into the payment with you.